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51.More information
This article presents the results of an empirical study on customer perceptions of service quality in two travel agencies, using data collected from 274 clients. The results of the study reveal that service quality is derived principally from customer satisfaction and from factors related to the service delivery process, namely corporate image, internal organization, physical environment and contact personnel. Strategies for implementing and controlling service quality are proposed. Indeed, in controlling for quality it is proposed that managers monitor levels of customer satisfaction and consider quality when developing corporate culture. Furthermore, managers should take service quality into consideration when positioning the service firm in its competitive environment.
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60.More information
A better understanding of the new technology-based firms (NTBF)' failure is an important economic and social challenge taking account their huge perspectives in case of success. Using the model of Morris, Schindehutte and Laforge (2002), this research questions the relevance of a reading of the failure of NTBF by entrepreneurial marketing (EM). Its objectives are first of all to study the EM of a NTBF in an exploratory way to then determine if this perspective makes a new contribution to the knowledge of the phenomenon of failure of NTBF. The results show that the ME constitutes a relevant reading grid and leads to the formulation of proposals concerning the reading of the entrepreneurial failure of NTBF by the EM.
Keywords: Marketing entrepreneurial, Échec entrepreneurial, JETI, Entrepreneurial marketing, Entrepreneurial failure, New technology-based firms, Marketing empresarial, Fracaso empresarial, Joven empresas innovadoras de base tecnológica